SOC Supervisor in Earth City, MO at Interface Security Systems

Date Posted: 10/29/2018

Job Snapshot

Job Description

The position of SOC Night Supervisor is available in Earth City.  Below is a brief description of this position. 

If you are interested in applying, you must notify your immediate supervisor and apply online to position posted on Inter-Connection. Submit a Letter of Interest and your resume. This letter should include a brief description of your qualifications and how those qualifications relate to this position.

PURPOSE AND SCOPE

 The SOC Supervisor supervises employees assigned to monitor alarm signals received in the Alarm Monitoring Center.  This position is critical to the success of the team, as failure of employees to follow procedures could result in loss of property or life and/or fines to the Customer or Interface.  Failure to keep Customer information confidential cold result in company liability. 

RESPONSIBILITIES

  • Assists in supervising employees assigned to monitor alarm signals received in the Alarm Monitoring Center
  • Monitor phone calls to assess employee’s accuracy and ability to service customers properly;
  • Coaches’ employees to improve accuracy and Customer Service skills;
  • Handles Customer escalation calls;
  • Maintains sufficient staffing levels to handle the volume of alarm signals received;
  • Ensures alarm-receiving equipment is in proper working order and reports deficiencies to the I.T. Department and management;
  • Records and reports daily shift activity, alarm response times, and attendance to Central Station Manager;
  • Accountability: Failure of employees to follow procedures could result in loss of property and/or fines to the Customer or the company. Failure to keep Customer information confidential could result in company liability.

Job Requirements

MINIMUM QUALIFICATIONS

  • Prior Supervisory experience, Call Center, or Security experience
  • Must be proficient in Monitoring Automation Software and possess knowledge of Windows software
  • Must possess excellent coaching and customer relations skills
  • Must be dependable, analytical, accurate, and detail orientated
  • Strong troubleshooting and analytical/quantitative abilities
  • Must have excellent oral and written communication skills